Top 3 Airline: Innovating the Mobile Experience While Making it Accessible to All

Top 3 Airline: Innovating the Mobile Experience While Making it Accessible to All

The Challenge:

Improve the Broken Experience for Consumers

This Domestic and International Airline was suffering from complaints about the current end-to-end and especially the mobile experience. To align with the release of the newly redesigned desktop and booking path sites to address the cross channel CX issues, they wanted to bring the same focus to the mobile experience. Accessibility across all touch-enabled devices was a key requirement driving the project as well as ensuring the digital brand experience was consistent.

The Approach:

TandemSeven was Selected to Create the User Experience Design and Conduct the Front-End Development and Integration

TandemSeven conducted an initial sprint zero to kickoff, perform some discovery, and lay the groundwork and then performed a series of design and development sprints followed by hardening sprints as the core process.

In order to deliver on the business objectives, this new mobile website needed to:

Support mobile devices, including tablets and phones, with a single front-end source code base

Align to the current style guide

Adopt Level II Web Content Accessibility Guidelines (WCAG)

Provide a scalable foundation as business evolves

Taking not only a mobile first but an accessible-first approach was a big change for the company. We partnered the UX and front-end development team to work together to make determinations on usability issues and for testing. Users with a variety of disabilities were included in up front research and testing.

The Result:

A User-Friendly, Fully Accessible and Responsive Mobile Web Experience, a New Innovative Seat Map and a Design System to Support Future Design and Development

We created a new mobile web experience that seamlessly tied into the new desktop presence. Our team of experts masterfully developed an interactive seat map that dramatically improved the flow for visually impaired and other disabled individuals. Finally the design patterns and componentry outputs were packaged into a design system to facilitate ongoing improvements.

“The point of coding standards is not to be right, it’s to be predictable and easy to understand”

Mundi Morgado – Director Front-End Practice, TandemSeven

The Challenge:

Improve the Broken Experience for Consumers

This Domestic and International Airline was suffering from complaints about the current end-to-end and especially the mobile experience. To align with the release of the newly redesigned desktop and booking path sites to address the cross channel CX issues, they wanted to bring the same focus to the mobile experience. Accessibility across all touch-enabled devices was a key requirement driving the project as well as ensuring the digital brand experience was consistent.

The Approach:

TandemSeven was Selected to Create the User Experience Design and Conduct the Front-End Development and Integration

TandemSeven conducted an initial sprint zero to kickoff, perform some discovery, and lay the groundwork and then performed a series of design and development sprints followed by hardening sprints as the core process.

In order to deliver on the business objectives, this new mobile website needed to:

Support mobile devices, including tablets and phones, with a single front-end source code base

Align to the current style guide

Adopt Level II Web Content Accessibility Guidelines (WCAG)

Provide a scalable foundation as business evolves

Taking not only a mobile first but an accessible-first approach was a big change for the company. We partnered the UX and front-end development team to work together to make determinations on usability issues and for testing. Users with a variety of disabilities were included in up front research and testing.

The Result:

A User-Friendly, Fully Accessible and Responsive Mobile Web Experience, a New Innovative Seat Map and a Design System to Support Future Design and Development

We created a new mobile web experience that seamlessly tied into the new desktop presence. Our team of experts masterfully developed an interactive seat map that dramatically improved the flow for visually impaired and other disabled individuals. Finally the design patterns and componentry outputs were packaged into a design system to facilitate ongoing improvements.

“The point of coding standards is not to be right, it’s to be predictable and easy to understand”